Senior Customer Support Specialist
New
A
Alt LegalLegal Technology
Remote, based in Philippines, 4pm - 1am local time / 9am - 6pm UK timeFull-TimeSenior
Salary1,560,000 - 1,573,000 PHP per year
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Job Details
- Experience
- 4+ years
- Required Skills
- SaaSGoogle SheetsCRMCustomer support
Requirements
- 4+ years of experience in a client-facing role supporting SaaS or professional web-based solutions.
- Proficiency in Google Sheets, specifically with formulas like VLOOKUPs, COUNTIFs, and other logic functions.
- Strong written and verbal communication skills.
- Proven ability to manage multiple, conflicting priorities and projects simultaneously.
- Keen attention to detail and strong personal organizational skills.
- Ability to learn new technical concepts quickly and teach them to others.
- Strong interest in technology and problem-solving skills.
- Ability to recognize knowledge gaps and seek instruction independently.
- Experience with intellectual property or docketing software is a plus.
Responsibilities
- Act as a first point of contact for all day-to-day questions received via support email, live chat, and phone line.
- Resolve customer issues directly or collaborate with internal resources to ensure timely, high-quality resolution.
- Support the recruitment, onboarding, and training of new team members to maintain high support standards.
- Conduct regular data audits and imports using Google Sheets, including building and maintaining complex formulas.
- Provide platform training to stakeholders, including designing course materials and conducting webinars.
- Escalate system-wide issues and provide feedback to Product and Customer Success teams to enhance the user experience.
- Work with Customer Success Managers to provide context-driven advice on leveraging platform features.
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